The True Cost of Call Center Turnover in Medicare Advantage
Medicare Advantage call centers live under constant pressure, short Average Handle Time targets, strict CMS compliance rules, and rising member expectations. But there’s another factor quietly eroding performance from the inside: turnover.
Annual attrition in Medicare Advantage call centers typically runs between 13–18%. That means nearly one in five representatives leaves within a year, forcing carriers into a cycle of hiring, training, and retraining just to keep seats filled.
At first glance, turnover looks like a staffing headache. In reality, it’s a compliance risk, a financial drain, and a member experience problem rolled into one.
